Resident Services Coordinator

Schedule

Full Time - Friday/Tuesday 11:30am – 8pm; Saturday/Sunday 10:30am – 7pm

Responsibilities

• Act as an extension of the Management Office, creating and updating policies and procedures for Front Desk operations to ensure smooth, 5-star level service.
• Supervise Front Desk personnel to maintain high operational standards.
• Ensure residents receive optimum enjoyment of building aesthetics, privacy, services, and amenities by anticipating needs and exceeding expectations.
• Serve as “chief of protocol” to coordinate maintenance, housekeeping, and office staff for seamless service delivery.
• Assist the management office with resident communications and relationship-building.
• Oversee package delivery operations, amenity rental event coordination, theatre and business room reservations, and resident/guest greetings.
• Maintain assigned areas professionally, ensuring no personal items (e.g., food, drinks, electronics) are visible.
• Greet all guests standing upright, providing high-quality customer service.
• Respond to resident and guest concerns with empathy and resourceful problem-solving while maintaining the Association’s positive image.
• Respect resident and guest privacy, perspective, priorities, time, and resources.
• Coordinate with administrative staff to update unit owner information in the computer database.
• Follow all check-in policies and procedures; communicate professionally with residents via phone.
• Report resident and guest concerns promptly to the Management Office; direct inquiries beyond Concierge scope to the Management Office.
• Enforce Rules and Regulations, reporting violations using designated Daily Log or Incident Report forms (factual reporting only).
• Answer telephone calls professionally using proper phone etiquette.
• Oversee scheduling and use of condominium amenity areas, including event coordination, setup requests, and staffing arrangements within cost provisions.
• Inspect facilities for cleanliness and damage before and after events, reporting findings to the Management Office.
• Manage content and publication of resident communications (e.g., monthly newsletter, email blasts, website postings) and assist with mass mailings.
• Follow emergency response policies, coordinating with Management, Chief Engineer, or emergency services as needed.
• Assist with hurricane/disaster/emergency preparedness, focusing on resident communications and special evacuation needs.

Work Environment

The position is indoors, working with standard office equipment in a Condominium building. Exposure to moderate to loud noises, pets, and a diverse population is expected.

Physical Demands

• Required to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items weighing up to 30 pounds.
• Manual dexterity, auditory and visual skills, and the ability to follow written and oral instructions are necessary.

Requirements

• Previous experience in a similar position (e.g., hotel setting) required.
• High school diploma or equivalent required; a 2-year or above college degree preferred.
• Excellent communication and writing skills.
• Strong interpersonal skills and proficiency in English; conversational ability or fluency in other languages (e.g., Spanish) is desirable.
• Proficiency in MS Office Suite and ability to learn specialized hospitality software.
• Ability to produce clear, concise notices, reports, and professional presentations.

Position Supervision

Employee reports directly to the Association Manager and takes direction exclusively from the Manager.